Guest Services Supervisor

Your Purpose

The principal function of the Guest Services Supervisor is to receive Guests with a warm, friendly disposition,make them feel at ease, answer their questions, solve their problems immediately or attend to their requests in a professional way. In addition, the Guest Services Supervisor supports the Guests Services Team and must be able to do different type of financial transactions.

Your Impact

• Welcome Guests on board, offering a quick, effective assistance and information service, giving specific attention to the elderly, the very young, single, disabled and any ethnic minorities.

• Be prepared with answers for the most common questions relating to payment for services, directions, excursion bookings, dining reservations, times of activities, immigration, disembarkation procedures, etc.

• Support and Supervise the Guest Services Associates providing continuous coaching and constantly monitoring the comments opened by them, guiding them to a satisfactory resolution. When GSM is not present at the desk, the GSS is to be addressed as the person responsible.

• GSS is enabled to close comments ensuring that all steps are respected and that the comment has a thorough follow up and guest satisfaction has been reached.

• Assist with the check-in of Guests either ashore or on board.

• Assist as required at designated areas on board with the processing of documents to go ashore.

• Understanding the workload of bellboys and dispatch requests for service, delivery, printing, Guests assistance etc.

• Translate announcements or notices into the required languages of Guests. Make announcements as required.

• Maintain the Reception - Guest Service clean, tidy and in order.

Your Journey So Far

• A minimum of 4-years’ experience in the position with diverse luxury Hospitality and/ or luxury Cruise lines.

• High School graduate.

• Proven ability to operate this focal-point area with tact and diplomacy.

• Demonstrated problem-solving skills.

• Proven ability with Guest relations. Able to communicate with all levels and ages of Guests.

• Proven competence with microphone and public speaking.

• Fluent English, oral and written. Two additional European languages preferred (Italian, Portuguese, German, Spanish or French).

• Proficient in Computers and Microsoft Office Suite.

Your Essentials

• Passport, visas, certificates as specified by the company and as required for exit from the port of origin and entry into the destination cruising area.